Proactive Care
Automates real-time correlation of network events with customer locations to notify affected users of planned and unplanned service disruptions.
“Customers have a right to know about the severity and estimated duration of service disruptions. Säilä helps us meet those expectations while staying on top of outages.”
Sami Ilmavirta,
Telia Finland
Keeping Customers Informed When Service Is Impacted
Proactive Care automates intelligent, location-based notifications to customers affected by planned and unplanned network service disruptions. As mobile and fixed networks converge and service expectations increase, clear and timely communication has become essential to maintaining customer trust and service quality.
Proactive Care is a module within the Network Visual Intelligence suite and integrates with existing service assurance and network planning processes to automatically correlate network events with customer locations in near real time. This ensures that only affected users are notified-without overwhelming support teams or alarming unaffected customers.
The solution is designed for fixed-location M2M and IoT deployments, consumer fixed wireless access (FWA), and enterprise or SME connectivity, where reliable service availability and transparency are critical. By automating service impact awareness and customer communication, Proactive Care allows operations teams to focus on managing the network while optimized service assurance workflows handle the rest.
Why Choose Proactive Care
Improve customer satisfaction and loyalty
Keep customers informed during service disruptions with timely, accurate notifications
Reduce support and operational costs
Lower inbound complaints and call center volume through proactive communication
Differentiate your service offering
Stand out from other providers with transparent, location-aware outage communication
Support premium service models
Enable higher-tier service assurance and care offerings for enterprise and business customers
Capabilities / Key Features
Use Case
Lowering Costs and Reducing Complaints with Automated Outage Notifications
Scenario: Telia Finland needed a better way to communicate during network outages. Manual email and SMS alerts were slow, hard to target, and often sent after customers had already reported service issues – driving complaints and overwhelming support teams.
Solution with Proactive Care: Telia built its disturbance notification system (Säilä) using Enghouse Proactive Care to automatically correlate outages with customer locations and send targeted notifications for planned and unplanned disruptions. The solution integrates with network monitoring and ITSM workflows, helping Telia notify only impacted users at scale.
Results: Fewer outage-related calls and complaints, improved transparency, and more consistent customer communication during disruptions.
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Technical Overview / Architecture
Proactive Care is built using a combination of Java and .NET technologies and uses off-the-shelf data collectors for rapid deployment. It can be deployed on-premises or in cloud environments and scales horizontally to support millions of monitored locations.
This architecture makes Proactive Care well suited for large-scale IoT monitoring and service assurance use cases across complex network environments.
Service Impact Calculations
Proactive Care includes an automated network-to-customer location mapping engine that determines which cells serve each customer location using network predictions and usage data. Additional cells can be added manually when required.
Advanced area-based calculations determine the effect of network outages on customer locations, with configurable thresholds and notification factors to control how and when customers are informed.
Resources
Featured Document
Proactive Care Product Overview
Enghouse Networks’ Proactive Care is a pioneering solution in the realm of wireless network management, designed to enhance customer experience in the rapidly converging landscape of mobile and fixed network operations. It offers intelligent automation for real-time, personalized notifications to customers about both planned and unplanned network service disruptions. Tailored specifically for IoT and 5G FWA applications, Proactive Care ensures reliable, uninterrupted network connectivity, crucial for fixed position M2M/IoT devices.
FAQs
Proactive Care
Proactive Care is a location-based service impact notification solution from Enghouse Networks that automatically informs customers about planned and unplanned network disruptions.
Proactive Care correlates network events with physical customer locations using coverage calculations and configurable impact thresholds.
Proactive Care supports mobile, fixed, and converged networks, including IoT, fixed wireless access (FWA), and enterprise environments.
Yes. Proactive Care sends notifications for both planned maintenance activities and unplanned service outages.
Proactive Care supports email, SMS, HTML notifications, and integrations with centralized message gateways.
Yes. Proactive Care integrates with fault management, service assurance, and ITSM platforms using REST APIs, SOAP interfaces, or file-based data exchange.
Yes. Proactive Care is designed to scale horizontally and can monitor and notify millions of fixed customer locations in near real time.
